Multilingual Product Support Specialist - Spanish or Italian Fluency Essential

Datasite is where deals are made. We provide the data rooms and SaaS technology used in M&A and other high-value transactions, to deliver projects in more than 170 countries. Carrying that success into the future is all about you. Your useful skills, your unusual experience, your unique ideas. Everyone here brings something unexpected. What’s yours? Invest your talents in us, and we’ll return the compliment.

Job Description:

Support users by providing technical product support to enhance their overall product and service experience; through strong product and application knowledge assist users with technical queries enabling them to successfully configure, manage, and complete their project.  
Essential Duties and Responsibilities

• Respond to user inquires through various communication channels including phone, email, chat, as well as the web community regarding how to use the product and tool features to accomplish their specific tasks or milestones

• May assist users in the setup and configuration of tools and features within Datasite's technology products

• Using product knowledge, this role will provide support to our users who are experiencing simple or more complex issues with our products; troubleshoot and directly answer user questions to resolve the issues they are experiencing. Route issues that the Product Support Specialist is unable to resolve to the appropriate person or team for timely user resolution.

• Provide educational tutorials and support on the platform’s capabilities and functionality to users; build positive relationships while being proactive in anticipating client needs

• Develop knowledge of industry and client use cases in order to more fully understand background of support questions

• Capture all service requests, interactions, and communications in Salesforce Service Cloud

• Delight the customer through every interaction

• Coach and mentor less experienced team members

• Suggest process and product improvement

• May participate in UAT sessions to test and provide feedback on new product features, bringing to the table their experience and critical thinking on how these features will impact clients

• Participate in special projects

• Maintain strong quantitative performance in service metrics

• May attend in-person client events to represent Datasite Service

• Other additional duties as may be requested from time to time

Minimum Requirements (Education, Experience, Skills)

• Fluent in Spanish or Italian, and English

• Degree required

• 3-5 years previous experience in a client service or product support environment

• Superior communication skills, especially in explaining technical terms in a way that non-technical individuals can understand

• High degree of independent problem solving and troubleshooting skills

• Ability to work well in a team collaboration environment

• Excellent organizational skills and attention to detail

• Strong technical aptitude and learning agility

Preferred Requirements (Education, Experience, Skills)

• Bachelor’s degree in related field

• Previous experience supporting software or SaaS applications

• Experience in the M&A industry

• Additional languages

As a global organization, Datasite knows that diverse perspectives are essential to our success. We’re committed to maintaining a diverse workforce to serve our customers around the world. Datasite is an equal opportunity employer (EEO) and furthers the principles of EEO through Affirmative Action.